LVbet Casino - Hráč se snaží dokončit ověření účtu.

Hi. I can't complete verification at the LVbet casino. I need the help of a third party. I started verification at the begining of December. I uploaded the necessary documents, all of them are originals. After uploading the documents, I received a blocking letter. The blocking letter says I violated Part 11 of the casino's general terms and conditions. The paragraphs in it state that I must provide reliable documents on my own behalf. I did it, but the casino doesn't trust me.

Besides blocking my account, the casino canceled my deposit and wining. On my account was $1,147. I want to complete verification to get this money. I think that the casino makes a mistake when it says that my documents are not real. I'm ready to send my paperwork to you so you can check it. I wrote to the casino, but they don't intend to cooperate.

Dear pass354,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. None of the serious and licensed casinos takes KYC lightly and it might take few working days completing this thorough procedure.

Have you been advised what exactly seems to be a problem in verifying your account?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.  

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hi. No, the casino didn't say what the problem was. I'm interested in finding out, too. I'll send you all my correspondence with the casino. I sent claim at the begining of December via a form on the casino site. The casino answered to my mail.

Thank you very much, pass354, for providing all the necessary information via email. I will now transfer your complaint to my colleague Martin who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello pass354!

I will take of your complaint. I would like to ask LVbet Casino to join this conversation and tell us more about this situation.

Dear Pass354,

Due to the nature and severity of the reason of forced closure, we are unable to disclose the reasons why your account has been closed on a public forum such as this. We would be happy to inform CasinoGuru privately of our reasoning and decisions taken.

Kind Regards,

LV BET

Dear LV Bet Casino representatives,

Please, feel free to provide all the necessary information via e-mail. You can reach me on this address: 'martin.d@casino.guru'.

Dear pass354,

Unfortunately, the casino’s management decided not to continue to communicate the issue with us in detail due to legal reasons, therefore we have our hands tied and there is not much we can do.

My advice for you now is to contact the Licensing Authority of the casino.

The time you have invested in this thread won’t be wasted as before filing an official complaint with the Licensing Authority, you need to reach out to an independent negotiator, which you did.

Please let me know if you decide to contact the Licensing Authority and in the event of our assistance needed.

Hello pass354!

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case since because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.